Jadona Burnham

Experience

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  Prometric

  Aug 2001 - Jun 2010

  Global Help Desk Supervisor

  Managed Global Help Desk activities to include supervising a total of 20 domestic and remote agents.Developed and improved upon processes from a global perspective, ensuring exceptional customer service and support during client interactions regardless of agent location. Monitored assignments and performance of team employees, distributing requests and managing priority calls to ensure optimal Help Desk coverage. Facilitated communication between support team and customer.Key Accomplishments:• Managed and trained a diverse team of 8 domestic US agents, as well as remote team of 12 international tier 1 and tier 2 agents in New Delhi, India via Avaya CMS Manager Suite.• Consistent leader in first call resolution rate as an overall metric for calls handled by the team from 2009-2010. Show less

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  Prometric

  Feb 2011 - Oct 2014

  System Analyst

  Maintained and monitored production systems and entire backend system of organization’s IT infrastructure via HP OpenView.Identified and resolve issues with production software being actively used in the field. Collaborated with other groups and departments to identify problems and implement permanent solutions to reduce IT systems issues. Created processes and procedures to ensure successful packaging and delivery of results to individual clients. Track issues through resolution and document steps that can be taken to resolve or prevent the issue in the future.Key Accomplishments• Received escalated problem calls, determined priority, and troubleshot issues as they reached the command center.• Continuously strived to improve customer support, identifying opportunities and recommending solutions for improving service efficiency and effectiveness. Show less

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  Manatt, Phelps & Phillips, LLP

  May 2015 - Jun 2018

  Help Desk Team Lead

  Provided detailed and comprehensive technical support to end users via telephone and remotely in a virtualized environment, resolving as many as 35 tickets per day and managing a team of 14Managed Service Level Agreements (SLA) and metrics of individual team members, assessing performance and outcomes. Provided trend analyses and assigned tickets to team members. Installed, configured, and troubleshot software applications including Microsoft Office Suite and Skype. Troubleshot and resolved VPN issues, network connectivity, and other IT matters. Resolved technical hardware issues with laptops, desktops, printers, and mobile devices. Managed users and groups within Active Directory.Key Accomplishments• Directly supervised and mentored team of 8 core members and 6 shared resource team members, assessing team performance, and ensuring delivery of excellent customer service and guidance.• Began as Help Desk Technician, promoted to Team Lead as a result of consistent, outstanding performance and service. Show less

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  Independent Contractor

  Jun 2018 - Jun 2020

  Independent Information Technology Consultant

  Provided IT services such as IP cameras, remote support, LAN support, and data management to clients including All-As-One, Miami Auto, and Done Deal Auto. • Collaborated with in-house technical staff to ensure familiarity with technology as well as, understanding of client requirements and objectives. • Implemented and supported new technology and monitored its progress and success. • Provided assistance with technical issues, revised existing systems, and suggested improvements.• Analyzed client IT system and infrastructure, diagnosing system problems, inefficiencies, and weaknesses. • Created a timeline for completion of projects and produced detailed reports on implemented technological solutions. Show less

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  United Way of Central Maryland

  Jul 2020 - Nov 2023

  Information Technology Help Desk Coordinator

  Solely manage the helpdesk to include supervising and receiving assistance from IT professionals of varying knowledge levels and interns from any of 50+ nonprofits under the Baltimore Digital Equity Coalition umbrella.Prioritize operational duties to ensure helpdesk functions efficiently. Collaborate with BDEC board members to provide free technical support via telephone to Baltimore City Residents. Ensure volunteers and interns are trained as well as, remain current on changes to support tools and new initiatives. Monitor interactions for quality assurance, and to evaluate resources that can better assist in resolving technical issues. Key Accomplishments:• Serve as IT Coordinator Consultant, partnering with other organizations, such as Education Superhighway, to design and launch remote helpdesks in Texas, California, and New York.• Coached and mentored 40 interns from the BDEC internship program, training them to serve remotely with knowledge of the helpdesk environment and leading to 80% earning Comptia A+, SEC+ Google IT and/or other IT related certifications.• Build and foster relationships through support services with agencies including the Mayor’s Office, Maryland Department of Aging, and Maryland Chapter of the Blind, to promote digital inclusion, literacy, and affordability. • Serve as a community engagement lead for philanthropic and community stakeholders, participating in all board meetings, representing the helpdesk, and providing suggestions to further support community members. Show less

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  Mohuman

  Nov 2022 - Nov 2023

  Mohuman MoDAT Program Manager

  Manages mohuman moDAT-a scalable community digital inclusionempowerment suite of tools and community coordination strategies that provides users directaccess to local digital literacy training services, free to low-cost digital devices and internetservices, pathways to digital self-sufficiency, and onramps to other non-digital services thataddress food insecurity, healthcare, finance, childcare, and much more.

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  Digital Harbor Foundation

  Nov 2023 - now

  • Director of AmeriCorps Services

    Aug 2024 - now

  • Planning Manager

    Nov 2023 - Aug 2024